Operations Supervisor

Leggett & Platt, Incorporated Lexington , NC 27292

Posted 2 months ago

As an Operations Supervisor you will have the opportunity to lead the call center operational activity and improve processes. Your contributions will have a direct impact on the business by seeking continuous improvement opportunities for the team's goals. The team you will be working with is motivated to support their team, and values hands-on coaching.

So, what will you be doing as an Operations Supervisor?

  • Determine call center operational strategies by conducting needs assessments, performance reviews, capacity planning and cost/benefit analyses.

  • Develop and implement call center systems and processes by executing user acceptance testing; planning and controlling implementations across various system requirements.

  • Maintain and improve call center operational tactics by monitoring system performance; preparing and completing action plans; system audits and analysis. Shares results with call center leadership team.

  • Meet call center financial objectives by analyzing call center spending trends and works with the call center manager to mitigate financial risk while maintaining acceptable financial targets to plan expense.

  • Responsible for direct leadership of one inbound phone team, warranty support team, and one Team Lead.

  • Maintain and improve acceptable staffing resources required within call center support functions. Develops and implements management operating systems to measure compliance for support functions and continually look for ways to improve processes.

  • Assist with the development of call center staff by actively engaging with the call center leadership team to understand performance deficiencies and collaborates on the development of action plans for performance improvements.

  • Prepare and analyze call center performance by collecting data and monitoring trends. Utilizes project management tools to track key project deliverables and leads call center improvement projects as necessary.

  • Maintain professional and technical knowledge by tracking emerging trends in call center operations management; seeks out industry workshops for skills improvement while keeping current with ABU product implementations within the business segment

  • Accomplish organization goals by accepting ownership for accomplishing new and different requests; explores opportunities to add value to the role.

  • Must be able to work under minimum supervision and detail orientation is required.

To be successful in this role, you'll need:

  • 3-5 years' experience in call center leadership

  • Demonstrated ability with the design and application of innovative ideas.

  • Excellent two-way written and verbal communications skills required with the ability to understand and help others through complex problems involving systems and processes.

  • Strong ability to handle multiple priorities, work independently within a fast-paced environment.

  • Experience in leading others though change and adapting as necessary to meet demands of the business.

  • Ability to maintain a high degree of ownership and accountability

  • Ability to exercise independent judgement and discretion in matters of significance

  • Ability to efficiently use varies software applications such as: Outlook, LPCS, Access Database, and other systems as required

  • Meet or exceeds current KPI's

What to Do Next

Now that you've had a chance to learn more about us, what are you waiting for! Apply today and allow us the opportunity to learn more about you and the value you can bring to our team. Once you apply, be sure to create a profile, and sign up for job alerts, so you can be the first to know when new opportunities become available.

Our Values

Our values speak to our shared beliefs, and describe how we approach working together.

  • Put People First reflects our commitment to safety and care of each other, learning and development, and creating an inclusive environment of mutual respect, empathy and belonging.

  • Do the Right Thing focuses us on acting with honesty and integrity, delivering the results the right way, taking pride in our work, and speaking the truth - good or bad.

  • Do Great WorkTogether occurs when we engage without hierarchy, collaborate as a team, embrace challenges, and work for the good of all of us.

  • Take Ownership and Raise the Bar demonstrates our responsibility to add value and make a difference, challenge the status quo and biases to make things better, foster innovative and creative solutions to drive impact, and explore new perspectives and embrace change.

Our Commitment to You

We're actively taking steps to make sure our culture is inclusive and that our processes and practices promote equity for all. Leggett & Platt is comprised of people of all abilities, gender identities and expressions, ages, ethnicities, sexual orientations, veteran status, and more. Join us!

We welcome and encourage applications if you meet the minimum qualifications. Even if you do not meet the preferred qualifications, we'd love the opportunity to consider you.

Equal Employment Opportunity/Affirmative Action/Veteran/Disability Employer

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Operations Supervisor

Leggett & Platt, Incorporated